Answering a call automatically

Answering a call automatically means you need not have to take any manual action to accept an incoming call. When the system recognizes an incoming call, it provides a short tone to indicate the call.

Avaya one-X Agent supports two methods to auto accept calls, namely,

Avaya one-X Agent supported Auto Accept where an agent sets the work item accept control to Auto-Accept
Communication Manager administered Auto Answer where the extension is administered in Communication Manager to deliver the call directly to an off-hook extension without sending any ringing

In addition, if you are not using either of these two methods with the Other Phone mode, you or your administrator must administer Permanent Service Link in Communication Manager.

Answering a call (Auto Answer in Avaya one-X Agent)

Prerequisites

Work Item status is set as Auto-Accept.
Agent Status is set to Ready for ACD calls.
Signed in as an agent to accept ACD calls.
An USB headset with microphone (For the My computer configuration).
A telephone handset (For the Desk Phone configuration).

Use the following steps if you have set the answer setting to Auto Accept of Work Item in Avaya one-X Agent.

When a call arrives, the telephone and the computer provide a brief ringing.
When Avaya one-X Agent recognizes this incoming call, the caller’s information appears on the Work List window. If the caller’s information is present in the system, the system automatically retrieves the caller’s details and displays the details in the Work Item window or on the telephone display panel. If the system cannot find the contact, then the contact appears as Unknown.
Avaya one-X Agent answers the call automatically for the agent :
- If you are using the My Computer configuration, in the Work List window, answer the call through the USB headset will now be active.
- If you are using the Desk Phone configuration with a headset, the headset will now be active. Without a headset, the speakerphone will be active. To use the handset, you must go off-hook.
Avaya one-X Agent creates a new work item in the Work List window. The work item remains in the Work List window throughout the session.
If you are using the Desk Phone configuration, do not return the headset to the cradle or unplug it for the remainder of the shift. By doing so, the system logs you out of ACD.
Note
If you cut the call off or go on-hook accidentally, Communication Manager lets the telephone ring when it has a call to deliver. You must answer the call by picking up the telephone receiver.

Answering a call (Auto Answer in Communication Manager)

Prerequisites

Work item status in Avaya one-X Agent set to Manual-Accept.
Ensure that Support for Communication Manager Auto Answer is selected on the login screen.
Ensure that Communication Manager has administered the extension for Auto answer.
Agent Status, login, and USB headset are the same.
An USB headset with microphone (For the My computer configuration).
A telephone handset (For the Desk Phone configuration).

Use the following steps if you have set the answer setting to Auto Answer in Communication Manager.

When a call arrives, the telephone or the system provides a shot tone (zip tone from Communication Manager) and the call will be immediately available at the desktop.
When the system recognizes an incoming call, the caller’s information appears on the Work List window. If the caller’s information is present in the system, the system automatically retrieves the caller’s details, if available and displays the details in the Work Item window or on the telephone display panel. If the system cannot find the contact, then the contact appears as Unknown.
Answer the call by performing any one of the following actions:
- If you are using the My Computer configuration, in the Work List window, the call will be active immediately in your computer USB headset.
- If you are using the Desk Phone configuration, the telephone handset will already be off-hook (or you have a headset plugged in to the telephone), use the telephone handset to answer the call.
Avaya one-X Agent creates a new work item in the Work List window. The work item remains in the Work List window throughout the session.

Answering a call (Auto Answer with permanent service link)

In either of the cases above, if you are using the Other Phone configuration, you will have to first establish a Permanent Service Telecommuter Service link so that the system establish an automatic action for talk-path.

Prerequisites

A telephone handset for the Other Phone configuration

Use the following steps if you have set auto answer calls with permanent service link in the Other Phone mode.

Log on to the ACD server.
Communication Manager makes a trunk call to your Other Phone.
Answer the call and stay off-hook on the Other Phone for the entire session.
Use the controls in Avaya one-X Agent to disconnect any subsequent incoming call.
Follows the steps described in the above sections.